More jobs:
ServiceNow CSM Technical Lead
Job in
Cary, Wake County, North Carolina, 27518, USA
Listed on 2026-03-03
Listing for:
Tephra
Full Time
position Listed on 2026-03-03
Job specializations:
-
IT/Tech
Technical Support, IT Consultant
Job Description & How to Apply Below
Service Now Customer Service Management (CSM) Technical Lead
Technical Lead will need to have experience leading teams in an Agile approach, leading solution design sessions, and ensuring quality of delivery of the Service Now solution.
Responsibilities:
- Work with the customer product owners to understand detailed requirements and design scalable solution for implementation, test automation and delivery to end customer
- Contribute to the design and implementation of new products and features while also enhancing the existing product suite
- Integration:
Integrating Service Now CSM with other systems and applications, such as CRM (Customer Relationship Management) systems, ERP (Enterprise Resource Planning) systems, and third-party service providers, to streamline data exchange and automate processes. Experience with working with Out-of-the-Box Spokes and Flow Templates - Workflow Automation:
Developing and implementing workflows, business rules, and automation scripts to automate customer service processes, such as incident management, problem management, change management, and request fulfillment. - Reporting and Analytics:
Configuring dashboards, reports, and analytics within Service Now to provide insights into customer service performance, trends, and Field Service Performance - Solution Design:
Collaborating with stakeholders to understand business requirements and design customer service solutions within the Service Now platform. - Configuration and Customization:
Configuring Service Now CSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements. - User Experience (UX) Design:
Designing intuitive and user-friendly interfaces for customer service agents, managers, and end-users to enhance their experience and productivity within the Service Now platform.
- 5 years of experience in Service Now CM Implementation as a CSM Implementation .
- Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.
- Certifications - Service Now CSA, Service Now CAD, Service Now CSM Implementation
- Experience with Customer Service Management processes, including Case Management, Interactions, Virtual Agent, Advanced Work Assignment, and Knowledge
- Excellent analytical and problem-solving skills, with the ability to translate complex business requirements into practical Service Now solutions.
- Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×